SMART EVENT MEASUREMENT

Size: px
Start display at page:

Download "SMART EVENT MEASUREMENT"

Transcription

1 SMART EVENT MEASUREMENT MOVING BEYOND SPEND ANALYSIS AND SATISFACTION METRICS Kurt Paben, President, Channel and Employee Loyalty, US

2 2 / Smart Event Measurement SMART EVENT MEASUREMENT Aimia is a global leader in the delivery of Business Loyalty Solutions that include meetings, conferences, incentives and events. Each of our solutions is informed by data, and maximized through a proprietary approach to measuring the resulting strength of relationship with your audience. Whether you want to determine the impact of a single event or optimize your entire portfolio of event-based initiatives, Aimia has a measurement approach to meet your needs. Our approach can help event managers go beyond tracking savings goals and satisfaction metrics to understanding how an event contributes to improved business results and revenues in the future. EVENT RSx: Summary In a recent global study, six out of ten CEOs told us that their customers now have significant influence on their organizations.* Aimia understands one of the best ways to stay close to and improve your relationships with your customers, channel partners and employees is through well-designed and delivered events. Experiential marketing, sponsorships, business conferences and incentives are all integral to a sales and marketing plan. Providing unique opportunities to connect with your employees, business partners and customers on an emotional level is essential to deepen organizational and brand relationships and prompt positive actions. But how do you measure improvement in relationships and determine whether or not you ll have positive actions because of your event? Aimia can help you evaluate and analyze how well your efforts are performing against these objectives and any others you have established for your events. *IBM Institute for Business Value, 2014.

3 Smart Event Measurement / 3 EVENT RSx: OUR THEORY For an event to truly be successful, it must succeed in three areas. Each of the three areas must be taken into account in the process of event design and measurement. As a result, companies better ensure their events deliver the hard and soft benefits that will have the biggest impact on shareholder return. > An event must deliver a positive, memorable experience. The sessions, events and activities must be viewed as valuable and relevant. The location and venues must be appealing and functional. The communications, services and travel must be organized, cost effective and professional. Unfortunately, this is the point where event measurement typically begins and ends. > An event must accomplish business objectives. Different types of events support different objectives. Whether directly tied to sales, performance or otherwise deepening engagement, it is important to measure how successful the event has been on achieving these objectives. > An event should improve the relationship with participants. Events, properly designed and executed, offer some of the best opportunities to establish, build and deepen relationships with customers, channel partners and employees. Events immerse the participants into the overall business objectives, establishing a foundation of Trust, Commitment and Alignment to build these relationships. When events are part of a broader marketing and sales strategy, rather than a short-term objective, measuring improved relationship strength provides a powerful and easy way to monetize predictors of future business outcomes including: sales, loyalty, satisfaction and advocacy. As such, a change in relationship strength associated with an event or events is the single best predictor of incremental sales and therefore the single best predictor of event ROI.

4 4 / Smart Event Measurement EVENT RSx: THE FOUNDATION Events are a great opportunity to build relationships. Aimia incorporates a proprietary methodology of positive engagement to shift the focus of event marketing to where it needs to be away from just tactics and more toward building a strategy directly linked to business outcomes. > RSx SM Aimia measures the effectiveness of all marketing initiatives including events in terms of the overall relationship with your audience. Relationship Strength Index, RSx, is our proprietary measurement tool designed to evaluate the impact any given marketing initiative, including events, has on that relationship and the degree to which improved relationships lead to better business outcomes. RSx measures three key components of any relationship: trust, alignment and commitment. The overall RSx score has proven better at predicting business outcomes than brand satisfaction surveys or net promoter scores. In study after study, a higher relationship strength score correlates to more sales, greater advocacy and higher consideration for brand, products and services. > EVENT RSx: Putting It to Work Aimia offers three levels of Event RSx to cover your event measurement needs: > EVENT RSx: Event Impact > EVENT RSx: Event Optimization > EVENT RSx: Portfolio Optimization

5 Smart Event Measurement / 5 EVENT RSx: EVENT IMPACT PINPOINTING THE BASELINE In order to measure objectives and relationship strength, it is critical to obtain a baseline measurement prior to the event. This allows us to observe improvement and areas to be addressed. The timing of the pre-event measurement depends on the type of event. For general business meetings, it is best to measure as close to the event as possible so that other potential influencers on results can be minimized. For incentive and recognition events, it is important to obtain the baseline results before the results and recognition have been announced. This is important because the announcement of the results occurs when the objective and relationship benefits present themselves. At that point, the event must follow through on expectations that have instantly been established. In addition to being successful in terms of achieving business objectives, the results also led to a recommendation for improving how employees are recognized. This increased engagement while reducing spend. Further, we were able to measure the positive impact of the employee meeting on their overall relationship strength. While the client already had achieved a strong RSx score of 6.0 (out of 7.0) from their employees, the meeting experience increased that score significantly to 6.3. The inclusion of a pre-event baseline is also useful to establish the attendee needs and expectations of the event. It may also provide direction for modifying the event, based on what is learned. For instance, the results of the survey may identify topics employees are most interested in hearing at their annual meeting. Aimia presents post-event data in a manner to tell the story of the event beyond traditional metrics, providing greater insight and actionable recommendations to impact future events. > What is it? EVENT RSx: Event Impact applies pre-event and post-event measurement through a survey of attendees, which may be used with any event type. > Why is it important? EVENT RSx: Event Impact should be used on every event of every type. Pre and post-event measurement is the only way to understand the full impact of the event on the business objectives and the relationship, as well as measuring the experience. > Example: Major Retailer A major retail organization holds two large meetings each year with the objectives of engaging employees, giving them deeper insight into corporate vision and defining their role in the achievement of annual goals. The meetings are also used as a form of appreciation for previous efforts and accomplishments. Using EVENT RSx: With Event Impact, our client has been able to make necessary adjustments pre-event in order to improve the experience. Post-event measurement helped determine whether the events have been successful in all three critical areas of measurement: the experience, achieving business objectives and improving the relationship with employees. Beyond achieving the meeting objectives, improving the organization s RSx score has been associated with less employee turnover and associated savings, as well as increased recommendations.

6 6 / Smart Event Measurement EVENT RSx: EVENT OPTIMIZATION PINPOINTING THE RELEVANCE AND IMPACT OF SELECT ELEMENTS OF AN EVENT Building on EVENT RSx: Event Impact, allowing you to take measurement to the next level. It is used to pinpoint the effectiveness of specific elements of a conference or event. Did the keynote speaker have a measurable impact? Did the internet café add value? What pre-event registration communications channels were most effective? > What is it? EVENT RSx: Event Optimization applies structural equation modeling to better understand how each element of the event experience impacts relationship strength to predict subsequent business outcomes. The modeling draws a correlation between the event program elements and the attendees measured responses centering on trust, alignment and commitment toward the sponsoring company. Analyzing the intersection of this data establishes the insight and predicts the likelihood of the attendee banking with the sponsor in the future. That likelihood can be monetized. In this case, we see that Breakout Session 1 beyond having lower satisfaction ratings than other event elements actually had a negative impact on the bank s brand. This analysis reveals what aspects of the event experience contribute most to the overall objectives of the event, and what aspects detract. Each element of the event experience is analyzed by audience segment and ranked against all others for importance and the likely impact on future business outcomes that drive ROI. > Why is it important? EVENT RSx: Event Optimization should be used on events with significant financial outlays for the organization. This analysis allows us to understand what event elements are underperforming and which elements are having the biggest impact on desired business outcomes. > Example: Major Financial Institution This financial services client was the title sponsor of a large, topic-focused, event and wanted to know: > How the event impacted their overall brand image > How the event impacted the likelihood of attendees to conduct personal banking, business banking or recommend them to others > How to optimize the event in the future to get more bang for their investment The chart shows a Structural Equation Model that was created for this event. The model shows how the event elements combined to impact the brand image, the relationship strength, and the desired business outcomes.

7 Smart Event Measurement / 7 EVENT RSx: PORTFOLIO OPTIMIZATION PINPOINTING WHAT EVENTS HAVE THE MOST IMPACT Most organizations operate a portfolio of marketing programs. RSx Portfolio Optimization helps you look across your marketing programs to identify those with the best opportunity to create relationships with important audience segments. Take using sponsorships as an example. This analysis can help answer questions such as: Therefore, our client wanted to evaluate the spend across the portfolio based on the impact on their business objectives. We were able to show the client how each of the marketing programs affected relationships and desired business outcomes, allowing the pharmaceutical company to reallocate its marketing budget to support the programs delivering the best results. > Are we selecting the correct sponsorship opportunities? > Are we inviting the correct people to these sponsored events? > Are these sponsorships driving desired business outcomes? > Or should the investment in some of the sponsored events be increased (or decreased) to improve business results? For broader marketing programs, this analysis can help answer questions such as: How important are events relative to our other marketing efforts? How are we impacting our important constituencies with our marketing efforts? Are our marketing programs driving desired business outcomes? This analysis may also address a mix of event types to determine whether an organization should be putting more money into large corporate events, smaller regional events or sponsored special events. > What is it? EVENT RSx: Portfolio Optimization is an analysis performed across your entire set of events to determine which are having the biggest impact on your desired business outcomes. Inputs may include survey results and/or business transactions to determine effectiveness. > Why is it important? EVENT RSx: Portfolio Optimization helps the business make more effective use of its event budget and understand what they are getting out of the different events (both hard and soft benefits). > Example: Pharmaceutical Company A pharmaceutical ees.

8 8 / Smart Event Measurement ABOUT THE AUTHOR Kurt Paben, President, Channel and Employee Loyalty, US Kurt Paben is a 30-year veteran of the loyalty industry with experience in the motivation of employees, business partners and customers for some of the most notable brands in the world. He has worked with dozens of global and domestic Aimia clients in a variety of industries including High Tech, Automotive, Telecommunications, Healthcare, Financial Services and Direct Selling. Kurt leads the Channel and Employee Loyalty team for Aimia including the company s events business. He is committed to developing strategies and programs that produce measureable results and creating memorable and unique face-to-face events that help Aimia clients get closer to their most important audiences. He is passionate about connecting the science of data with the development of personal relationships believing more engaged employees and higher-performing business partners deliver long-lasting customer loyalty.. He also has extensive experience in helping Aimia clients achieve their business objectives through the deployment of reward and recognition initiatives, training and innovative communications. Kurt has played an active role in industry roundtables, advisory boards and speaking engagements. He is a member of the Site Board of Directors and has served on the SITE (Society for Incentive Travel Excellence) Foundation Board of Trustees as President. Kurt received his Bachelor of Science degree in marketing from the Kelley School of Business at Indiana University. He has also completed the Executive Leadership Program at the Carlson School of Management at the University of Minnesota.. About Aimia Aimia Inc. (TSX:AIM) is a data-driven marketing and loyalty analytics company. We provide our clients with the insights they need to make smarter business decisions and build relevant, rewarding and long-term one-to-one relationships with their customers, channel partners and employees, evolving the value exchange to the mutual benefit of both our clients and consumers. With close to 3,200 employees in 17 countries, Aimia partners with groups of companies (coalitions) and individual companies to help generate, collect and analyze customer data and build actionable insights. We do this through our own coalition loyalty programs such as Aeroplan in Canada and Nectar in the UK, and through provision of loyalty, event, engagement and sales enablement strategies, program development, implementation and management services underpinned by leading products and technology platforms such as the Aimia Loyalty Platform and SmartButton, and through our analytics and insights business, including Intelligent Shopper Solutions. In other markets, we own stakes in loyalty programs, such as Club Premier in Mexico, Air Miles Middle East and Think Big, a partnership with Air Asia and Tune Group. Our clients are diverse, and we have industry-leading expertise in the fast-moving consumer goods, retail, financial services, automotive, technology, healthcare and travel and airline industries globally to deliver against their unique needs. For a full list of our partnerships and investments, and more Visit us at aimia.com.

FINDING BIG PROFITS IN THE AGE OF BIG DATA

FINDING BIG PROFITS IN THE AGE OF BIG DATA FINDING BIG PROFITS IN THE AGE OF BIG DATA UNLOCKING THE ENTERPRISE POTENTIAL OF BEHAVIORAL SEGMENTATION Alex Tavera Senior Loyalty Consulting Manager Behavioral Segmentation / 2 SEGMENTATION HAS EVOLVED

More information

BUILDING CHANNEL AND EMPLOYEE LOYALTY: ENGAGEMENT SERIES PART 2: REWARDS

BUILDING CHANNEL AND EMPLOYEE LOYALTY: ENGAGEMENT SERIES PART 2: REWARDS BUILDING CHANNEL AND EMPLOYEE LOYALTY: ENGAGEMENT SERIES PART 2: REWARDS BUILDING CHANNEL AND EMPLOYEE LOYALTY / 02 BUILDING CHANNEL AND EMPLOYEE LOYALTY ENGAGING, MOTIVATING AND INCREASING PERFORMANCE

More information

Trends in Constituent Satisfaction with Nonprofit Websites:

Trends in Constituent Satisfaction with Nonprofit Websites: Trends in Constituent Satisfaction with Nonprofit Websites: Building Membership, Donations, and Loyalty through the Web Channel April 27, 2009 by Larry Freed President and CEO, ForeSee Results 2009 ForeSee

More information

Optimizing Rewards and Employee Engagement

Optimizing Rewards and Employee Engagement Optimizing Rewards and Employee Engagement Improving employee motivation and engagement, and identifying the right total rewards strategy to influence workforce effectiveness. Kevin Aselstine, Towers Perrin

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

DRAWING CUSTOMERS INTO THE COKE ZONE

DRAWING CUSTOMERS INTO THE COKE ZONE DRAWING CUSTOMERS INTO THE COKE ZONE How Aimia helped the world s leading beverage brand build relationships By Aimee Bryan Regional Knowledge Director 02 / Drawing Customers Into the Coke Zone Summary

More information

Best practices to optimize CPG digital targeting

Best practices to optimize CPG digital targeting Best practices to optimize CPG digital targeting Digital targeting has evolved That was then Until recently, digital marketing tactics have largely focused on scale and placement: advertisers served content

More information

What Tech Buyers Think TM

What Tech Buyers Think TM What Tech Buyers Think TM Who We Are Tech Buyer Perceptions, a division of the Perceptions Group, is a leader in providing the technology industry with research-based, tech buyer insight and data-driven

More information

The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc.

The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc. The Business Value of Meetings: Test Your Knowledge Jack J. Phillips PhD Chairman, ROI Institute, Inc. The Issue The recession has brought radical changes to the meetings and events industry. With the

More information

To influence the success of the commercial real estate industry by advancing the achievements of women.

To influence the success of the commercial real estate industry by advancing the achievements of women. CREW NETWORK STAFF IMPLEMENTATION PLAN 2016 The Staff Implementation Work Plan supports the CREW Network Board s Strategic Plan to jointly combine our staff and volunteer resources to achieve our vision

More information

THE ORGANIZER S ROLE IN DRIVING EXHIBITOR ROI A Consultative Approach

THE ORGANIZER S ROLE IN DRIVING EXHIBITOR ROI A Consultative Approach 7 Hendrickson Avenue, Red Bank, NJ 07701 800.224.3170 732.741.5704 Fax www.exhibitsurveys.com White Paper THE ORGANIZER S ROLE IN DRIVING EXHIBITOR ROI A Consultative Approach Prepared for the 2014 Exhibition

More information

Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing

Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing Beyond the Referral: The Growing Role of Customer Advocates in Technology Marketing Barb Pfeiffer Senior Consultant & Chief Channel Expert The Partner Marketing Group Beyond the Referral: The Growing Role

More information

Creating a Customer Advisory Board Overview and Checklist by Clearworks

Creating a Customer Advisory Board Overview and Checklist by Clearworks Creating a Customer Advisory Board Overview and Checklist by Clearworks Customer insight programs play an important role for both B2B and B2C companies. The programs advise everything from new product

More information

Strategic Guide to creating a World Class Customer Advisory Board Program

Strategic Guide to creating a World Class Customer Advisory Board Program Strategic Guide to creating a World Class Customer Advisory Board Program This paper is authored from CustomerAdvisoryBoard.org industry association research including the CAB Manager Industry Surveys,

More information

Solutions. Loyalty & Reward Solutions Transform Your Business and Grow Your Revenue

Solutions. Loyalty & Reward Solutions Transform Your Business and Grow Your Revenue Solutions Loyalty & Reward Solutions Transform Your Business and Grow Your Revenue Solutions Financial institutions need to offer card products to stay competitive. But it is getting tougher to sustain

More information

IBM Business Consulting Services. CRM done right. deeper. An IBM Institute for Business Value executive brief. ibm.com/bcs

IBM Business Consulting Services. CRM done right. deeper. An IBM Institute for Business Value executive brief. ibm.com/bcs IBM Business Consulting Services CRM done right deeper An IBM Institute for Business Value executive brief ibm.com/bcs The IBM Institute for Business Value develops fact-based strategic insights for senior

More information

1.New product introductions

1.New product introductions Key Account Management Leadership by Sonia Lemmen, deputy General Manager Batenborch Germany Today a Key Account Manager is a Business Manager type, who need to have consultative, managerial and leadership

More information

Channel Incentive Travel: A Case Study

Channel Incentive Travel: A Case Study The Benefits of Incentive Travel For Channel Partners Channel Incentive Travel: A Case Study A channel incentive travel program is a travel experience awarded from a manufacturer to a retailer for meeting

More information

RO-Why: The business value of a modern intranet

RO-Why: The business value of a modern intranet RO-Why: The business value of a modern intranet 1 Introduction In the simplest terms, companies don t build products, do deals, or make service calls people do. But most companies struggle with isolated

More information

The secret to reducing churn

The secret to reducing churn Solutions for Enabling Lifetime Customer Relationships The secret to reducing churn Leveraging analytics for better customer insight WHITE PAPER: COMMUNICATIONS Dr. Patrick Surry Global Solution Owner

More information

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Driving A Successful Customer-Centric Culture Through

More information

Personal Loyalty Vs. Banks - Aimia

Personal Loyalty Vs. Banks - Aimia AIMIA FINANCIAL SERVICES LOYALTY LENS LOYALTY VS. TENURE: A GUIDE FOR FINANCIAL SERVICES PROVIDERS 1 / Aimia Financial Services Loyalty Lens INTRODUCTION ABOUT THE AIMIA GLOBAL LOYALTY LENS The Aimia Financial

More information

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT

HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT HOW TO USE MARKETING AND SALES ANALYTICS TO DRIVE RETURN ON INVESTMENT INTRODUCTION Marketing and sales analytics are vital to any inbound marketing strategy, as they arm businesses with significant decision-making

More information

BUILDING STRONGER CUSTOMER RELATIONSHIPS WITH SAINSBURY S

BUILDING STRONGER CUSTOMER RELATIONSHIPS WITH SAINSBURY S BUILDING STRONGER CUSTOMER RELATIONSHIPS WITH SAINSBURY S EMBRACING CUSTOMER DATA TO DELIVER BUSINESS TRANSFORMATION David Buckingham, Chief Executive Officer, i2c Mike Coupe, Group Commercial Director,

More information

AEROPLAN 2.0 Transforming the Canadian Coalition Model Around Member Value. Rupert Duchesne October 1, 2013

AEROPLAN 2.0 Transforming the Canadian Coalition Model Around Member Value. Rupert Duchesne October 1, 2013 AEROPLAN 2.0 Transforming the Canadian Coalition Model Around Member Value Rupert Duchesne October 1, 2013 AEROPLAN HAS ROOM FOR STRONG GROWTH IN CANADA Loyalty Currently Capturing Only 50% of Total Household

More information

The Future of Loyalty. Rupert Duchesne President & C.E.O. Groupe Aeroplan Inc.

The Future of Loyalty. Rupert Duchesne President & C.E.O. Groupe Aeroplan Inc. The Future of Loyalty Rupert Duchesne President & C.E.O. Groupe Aeroplan Inc. 1 Today s Talk Trends that are shaping our collective futures The Rise of the Datarati Credit Card Rewards under Pressure The

More information

STRATEGIC PLAN 2015-2018

STRATEGIC PLAN 2015-2018 STRATEGIC PLAN 2015-2018 JUNE 2015 ALPINE CANADA ALPIN - STRATEGIC PLAN 2015-2018 PG 1 AT A GLANCE OUR VISION CANADA IS A WORLD LEADER IN ALPINE, PARA-ALPINE AND SKI CROSS RACING AMBITIONS SHORT TERM To

More information

FYI HIRING. Recruiting Strategies

FYI HIRING. Recruiting Strategies FYI HIRING Recruiting Strategies Revised: March 2011 Summary: This FYI discusses the steps involved establishing or revitalizing an effective recruiting process. It includes considerations for goal setting,

More information

at various levels tacit knowledge areas groups, offering individual sponsorship, special interest groups, and career development support

at various levels tacit knowledge areas groups, offering individual sponsorship, special interest groups, and career development support To harness ongoing support for your mentoring program, measuring success is key. Conducting a top-down goal analysis should include organizational objectives, key performance indicators (KPIs), targets,

More information

Webinar and Marketing Technology Purchase Decision Analysis Prepared for ON24

Webinar and Marketing Technology Purchase Decision Analysis Prepared for ON24 Webinar and Marketing Technology Purchase Decision Analysis Prepared for ON24 December 2015 www.hanoverresearch.com Table of Contents Introduction and Methodology.. P 3 Executive Summary and Key Findings..

More information

Helping Homebase build stronger customer relationships

Helping Homebase build stronger customer relationships Helping Homebase build stronger customer relationships How Aimia ensured a seamless transition from a legacy loyalty programme to Nectar By Jan-Pieter Lips, Managing Director, Nectar UK 1 / Building Stronger

More information

MRI Market Solutions CREATIVE RESPONSES TO STRATEGIC CHALLENGES

MRI Market Solutions CREATIVE RESPONSES TO STRATEGIC CHALLENGES [Cr] CREATIVE MRI Market Solutions [St] STRATEGIC [Me] MEDIA [Co] CONSUMER [An] ANALYTICAL Mediamark Research & Intelligence THE SURVEY OF THE AMERICAN CONSUMER [Cr] CREATIVE MRI Market Solutions The Survey

More information

HOW TO DRIVE DIGITAL ENGAGEMENT WITH PERSONALIZED VIDEO. A Guide to Digital-First Strategies for Banks and Credit Unions

HOW TO DRIVE DIGITAL ENGAGEMENT WITH PERSONALIZED VIDEO. A Guide to Digital-First Strategies for Banks and Credit Unions HOW TO DRIVE DIGITAL ENGAGEMENT WITH PERSONALIZED VIDEO A Guide to Digital-First Strategies for Banks and Credit Unions WHAT IS A DIGITAL- FIRST INITIATIVE? Financial institutions (FI) that adopt a digitalfirst

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: A Guide to Successful Intelligent Virtual Assistants Why Best-in-Class Technology Alone Is Not Enough NUANCE :: customer care solutions More than ever

More information

Internet of Things partner guide. Your solutions. Our technology. Smarter together.

Internet of Things partner guide. Your solutions. Our technology. Smarter together. 2016 Internet of Things partner guide Your solutions. Our technology. Smarter together. Real Rewards, Starting Now Welcome to Intel Technology Provider The Internet of Things has arrived. At this point

More information

Effective Strategies for Modern Sales

Effective Strategies for Modern Sales Effective Strategies for Modern Sales Featuring Frank V. Cespedes, Harvard Business School Professor and author of Aligning Strategy and Sales: The Choices, Systems, and Behaviors that Drive Effective

More information

course curriculum Foundations Focus Build Market Launch Price Executive Briefing Action Planning Workshop

course curriculum Foundations Focus Build Market Launch Price Executive Briefing Action Planning Workshop course curriculum Foundations Focus Build Market Launch Price Executive Briefing Action Planning Workshop why us? The Pragmatic Marketing Difference The De Facto Global Standard With over 100,000 individuals

More information

WHITE PAPER CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY

WHITE PAPER CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY WHITE PAPER CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY Executive Summary This white paper is designed to help you create a customer communications

More information

Executing a Successful SPIF

Executing a Successful SPIF Executing a Successful SPIF BEST PRACTICES, TIPS, AND TECHNIQUES SPIFs are a great way to generate enthusiasm and mindshare, promote market adoption of a new solution, incent the sales of a specific combination

More information

Dubai, 25 February 2013 Mark Mortimer-Davies CEO Air Miles Middle East

Dubai, 25 February 2013 Mark Mortimer-Davies CEO Air Miles Middle East INSIGHTS INTO AIR MILES MENA Dubai, 25 February 2013 Mark Mortimer-Davies CEO Air Miles Middle East AIMIA S GLOBAL COALITION PROGRAMMES Canada 4.6 MILLION ACTIVE MEMBERS UK & Italy 18.5 MILLION ACTIVE

More information

Improving Sales Manager Effectiveness:

Improving Sales Manager Effectiveness: RESEARCH BRIEF Improving Sales Manager Effectiveness: A Survey of Sales Managers Time Utilization July 2008 A Joint Research Project of The Sales Management Association and Growth Solutions L.L.C. The

More information

Example. You are Invited to BECOME A CARING COMPANY

Example. You are Invited to BECOME A CARING COMPANY LEAD by Example You are Invited to BECOME A CARING COMPANY The Caring Company Program Your Road Map to Good Corporate Citizenship As the leadership organization for Canada s charitable and nonprofit sector,

More information

Multichannel Customer Listening and Social Media Analytics

Multichannel Customer Listening and Social Media Analytics ( Multichannel Customer Listening and Social Media Analytics KANA Experience Analytics Lite is a multichannel customer listening and social media analytics solution that delivers sentiment, meaning and

More information

The greatness gap: The state of employee disengagement. Achievers 2015 North American workforce survey results

The greatness gap: The state of employee disengagement. Achievers 2015 North American workforce survey results The greatness gap: The state of employee disengagement Achievers 2015 North American workforce survey results Greatness doesn t happen by chance it s the accumulation of daily successes. True greatness

More information

How To Create A Customer Experience For Retail

How To Create A Customer Experience For Retail Webtrends for Retail Revolutionize Your Customers End-To-End Experiences Across Digital Channels solution brief JAN 2013 2013 Webtrends, Inc. www.webtrends.com. Webtrends for Retail Revolutionize Your

More information

ASAP Certification Examination Preparation Guide

ASAP Certification Examination Preparation Guide ASAP Certification Examination Preparation Guide CA-AM Certification of Achievement-Alliance Management CSAP Certified Strategic Alliance Professional May 24, 2011 ASAP Certification Examination Preparation

More information

SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH

SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER ENGAGEMENT - A WINNING APPROACH SEYMOUR SLOAN IDEAS THAT MATTER MOVING BEYOND CUSTOMER EXPERIENCE TOWARDS CUSTOMER - A WINNING APPROACH INTRODUCTION The traditional discussion within organisations has always focused around the customer

More information

OXY GEN GROUP. engage. multi-channel solutions

OXY GEN GROUP. engage. multi-channel solutions OXY GEN GROUP engage multi-channel solutions hello. As UK CEO, I m delighted to welcome you to Oxygen8. We ve been at the forefront of multi-channel solutions since 2000. Headquartered in Birmingham, UK,

More information

Performance Driven Customer Engagement

Performance Driven Customer Engagement Performance Driven Customer Engagement Concentrix Corporation President Chris Caldwell Japan Concentrix K.K. President Toshiyuki Namiki 2014 Concentrix Corporation Agenda 1. Breaking New Ground through

More information

Performance Management System Using Linkage Analysis: Case Study. Entire Contents 2013 Hansa GCR

Performance Management System Using Linkage Analysis: Case Study. Entire Contents 2013 Hansa GCR Performance Management System Using Linkage Analysis: Case Study Entire Contents 2013 Hansa GCR Introduction Hansa GCR has provided support to a client over a nine-year period in conducting a global brand

More information

Building a Unique Total Rewards and HR System For A Unique Company At

Building a Unique Total Rewards and HR System For A Unique Company At Building a Unique Total Rewards and HR System For A Unique Company At Since Starbucks isn t your typical company, this isn t a typical case study. Rather than focusing on a single reward program or even

More information

MOTIVATION CHECKLIST

MOTIVATION CHECKLIST 2011 Dr. Mary Kay Whitaker Need Satisfaction is Directly Related to Motivation The purpose of this Motivation Checklist is for you, as a leader, to proactively uncover what the people on your team need

More information

CRM & FAN LOYALTY CASE STUDY AT SASKATCHEWAN ROUGHRIDERS (ONE OF CANADA S TOP PROFESSIONAL SPORTS BRANDS)

CRM & FAN LOYALTY CASE STUDY AT SASKATCHEWAN ROUGHRIDERS (ONE OF CANADA S TOP PROFESSIONAL SPORTS BRANDS) CRM & FAN LOYALTY CASE STUDY AT SASKATCHEWAN ROUGHRIDERS (ONE OF CANADA S TOP PROFESSIONAL SPORTS BRANDS) OVERVIEW: ROAD TO THE FAN LOYALTY PILOT Recent research into Canadian sports has ranked the Saskatchewan

More information

Increase Revenues with Channel Sales Management

Increase Revenues with Channel Sales Management Increase Revenues with Channel Sales Management Executive Summary Why is it so difficult to grow revenue, identify emerging customers and partners, and expand into new markets through the indirect sales

More information

Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry

Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry Exploring the Impact of Mobile Messaging in the Travel and Hospitality Industry June 2015 In This Study Key Take-Aways for Mobile Messaging in Travel and Hospitality 4 Business leaders are driving new

More information

The fact is that 90% of business strategies are not implemented through operations as intended. Overview

The fact is that 90% of business strategies are not implemented through operations as intended. Overview Overview It is important to recognize that a company s network determines its supply chain efficiency and customer satisfaction. Designing an optimal supply chain network means the network must be able

More information

Mobile-First Brand Loyalty Strategy Guide

Mobile-First Brand Loyalty Strategy Guide PUNCHKICK INTERACTIVE Mobile-First Brand Loyalty Strategy Guide HOW TO DESIGN A MORE EFFECTIVE CUSTOMER LOYALTY AND ENGAGEMENT PROGRAM ON MOBILE 55 East Monroe Street Floor 36 Chicago, IL 60603 800.549.4104

More information

The Power of Relationships

The Power of Relationships The Power of Relationships How to build long-lasting customer relationships to help you do more business 2014 Copyright Constant Contact, Inc. 14-3931 v1.0 Helping Small Business Do More Business When

More information

2014 MERKLE CRM EXECUTIVE SUMMIT

2014 MERKLE CRM EXECUTIVE SUMMIT AGENCY OVERVIEW 2014 MERKLE CRM EXECUTIVE SUMMIT Merkle is the largest privately-held customer relationship marketing agency and the fastest-growing agency of any discipline in the U.S. For more than 25

More information

BUILDING LIFETIME VALUE WITH SEGMENTATION

BUILDING LIFETIME VALUE WITH SEGMENTATION PRESENTS DATA DRIVEN BRAND MARKETING PART ONE YOUR DEFINITIVE GUIDE TO BUILDING LIFETIME VALUE WITH SEGMENTATION WHAT YOU D KNOW IF WE COULD TALK TO YOU Proving the Value of Marketing 1 2 3 4 5 6 SEE YOUR

More information

September 8 10 2014 Fort Mason San Francisco CALL FOR SPEAKERS

September 8 10 2014 Fort Mason San Francisco CALL FOR SPEAKERS September 8 10 2014 Fort Mason San Francisco CALL FOR SPEAKERS I APIS Conference 2014 demographics who you will meet 1200+ Attendees Attendee breakdown Attendance by industry 40% 30% 30% 20% 20% 5% 15%

More information

Five Ways Retailers Can Profit from Customer Intelligence

Five Ways Retailers Can Profit from Customer Intelligence Five Ways Retailers Can Profit from Customer Intelligence Use predictive analytics to reach your best customers. An Apption Whitepaper Tel: 1-888-655-6875 Email: info@apption.com www.apption.com/customer-intelligence

More information

HOW TO EVALUATE TRAINING PROGRAMS

HOW TO EVALUATE TRAINING PROGRAMS 3 HOW TO EVALUATE TRAINING PROGRAMS Warren Bobrow Warren Bobrow, Ph.D., specializes in employee selection, manager assessment, program evaluation, and opinion surveys. He has worked in a diverse range

More information

How To Understand Customer Satisfaction In Auto Insurance

How To Understand Customer Satisfaction In Auto Insurance A Global Marketing Information Company jdpower.com 2015 U.S. Auto Insurance Study 2015 U.S. Auto Insurance Study Publish Date: June 17, 2015 Improving economic conditions and skyrocketing advertising expenditures

More information

Airport Council International

Airport Council International Airport Council International Thomas L Dallam Vice President Human Resources 1 DFW Airport Fast Facts Economic Engine of North Texas Opened in 1974; covering 18,000 acres Economic engine for the entire

More information

THROWING OFF SPARKS REIGNITING RETAIL LOYALTY PROGRAMS. Stephanie Swain, Vice President, Retail

THROWING OFF SPARKS REIGNITING RETAIL LOYALTY PROGRAMS. Stephanie Swain, Vice President, Retail THROWING OFF SPARKS REIGNITING RETAIL LOYALTY PROGRAMS Retail BRIEF Stephanie Swain, Vice President, Retail 1 / Throwing Off Sparks INTRODUCTION As anyone in a long-term relationship can attest, sometimes

More information

How is the Net Promoter score calculated?

How is the Net Promoter score calculated? How is the Net Promoter score calculated? Net Promoter is based on the question How likely would you be to recommend THIS hotel to someone else, if they were to require a hotel in this area in the future?.

More information

FINTECH CORPORATE INNOVATION INDEX 2015

FINTECH CORPORATE INNOVATION INDEX 2015 FINTECH CORPORATE INNOVATION INDEX 2015 Page 01 FOREWORD Nicole Anderson CEO FINTECH CIRCLE INNOVATE The FinTech eco-system is shaping the future of financial services and it s about new entrants, new

More information

2014 Baker s Dozen Customer Satisfaction Ratings: Recognition

2014 Baker s Dozen Customer Satisfaction Ratings: Recognition 2014 Baker s Dozen Customer Satisfaction Ratings: Recognition By The Editors HRO Today s Baker s Dozen rankings are based solely on feedback from buyers of the rated services; the ratings are not based

More information

Predictive Marketing for Banking

Predictive Marketing for Banking Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire

More information

CEB s SHL Talent Analytics

CEB s SHL Talent Analytics CEB s SHL Talent Analytics Answering the critical questions about the potential of your people and the effectiveness of your talent management processes Eugene Burke, Chief Science & Analytics Officer

More information

Customer Experience Management

Customer Experience Management Customer Experience Management 10 tips for the successful development and execution of Chris Bland Research Director SPA Future Thinking Introduction, sometimes referred to as Customer Feedback Programmes,

More information

IS YOUR MARKETING INVESTMENT DELIVERING EXPECTED RETURNS? October 2009

IS YOUR MARKETING INVESTMENT DELIVERING EXPECTED RETURNS? October 2009 IS YOUR MARKETING INVESTMENT DELIVERING EXPECTED RETURNS? October 2009 Is your marketing investment delivering expected returns? Just ask Nielsen by Chang Park, Executive Director, Nielsen Analytic Consulting,

More information

Real time feedback simple way to Customer Experience Management

Real time feedback simple way to Customer Experience Management Real time feedback simple way to Customer Experience Management Zbigniew Nowicki Customer Experience Management Key facts about opiniac.com platform 2 opiniac.com a short story Web analytics offers you

More information

Virtual Detailing in Life Science Organizations

Virtual Detailing in Life Science Organizations Healthcare Virtual Detailing in Life Science Organizations Table of Contents Problem Summary Pharmaceutical Life Science Product Sales The Deteriorating Dynamics Life Science Sales & Marketing: Between

More information

The unclaimed treasure

The unclaimed treasure B2B Telecommunications The unclaimed treasure How Trust Leads to Greater Share of Wallet in B2B Telecommunications Insights from the 2013 MECx Study by R Contents Executive Summary Introduction The State

More information

Your guide to creating a customer experience program that works

Your guide to creating a customer experience program that works Your guide to creating a customer experience program that works CONTENTS Customer Love Stories The Customer Experience Challenge Create Customer Love Stories in 4 Steps Total Voice of the Customer Customer

More information

Key Insights from Campbell Alliance s Fourth Annual US Medical Affairs Leadership Summit

Key Insights from Campbell Alliance s Fourth Annual US Medical Affairs Leadership Summit Key Insights from Campbell Alliance s Fourth Annual US Medical Affairs Leadership Summit By Keith Morris and Mike Menta For the fourth year running, Campbell Alliance brought together Medical Affairs (MA)

More information

How To Use Social Media To Improve Your Business

How To Use Social Media To Improve Your Business IBM Software Business Analytics Social Analytics Social Business Analytics Gaining business value from social media 2 Social Business Analytics Contents 2 Overview 3 Analytics as a competitive advantage

More information

Building HR Capabilities. Through the Employee Survey Process

Building HR Capabilities. Through the Employee Survey Process Building Capabilities Through the Employee Survey Process Survey results are only data unless you have the capabilities to analyze, interpret, understand and act on them. Your organization may conduct

More information

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results.

Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 1 Drive optimized customer interaction at the point of contact, based on predicted outcomes and behavior to achieve desired results. 2 3 Today s customers live out loud Age of the Empowered Customer Organizations

More information

The Engagement Outliers

The Engagement Outliers The Engagement Outliers How to Achieve Big Improvements in Employee Engagement October 2013 Consulting Performance, Reward and Talent 2013 Aon plc What Is Required for a Successful Space Mission? A business

More information

The latest trends in Corporate Coaching in Asia (Part I of III) By Charlie Lang, Executive Coach & Managing Partner @ Progress-U Ltd.

The latest trends in Corporate Coaching in Asia (Part I of III) By Charlie Lang, Executive Coach & Managing Partner @ Progress-U Ltd. The latest trends in Corporate Coaching in Asia (Part I of III) By Charlie Lang, Executive Coach & Managing Partner @ Progress-U Ltd. Jenny is the Chief Operating Officer of a Hong Kong-based medium sized

More information

Solving the Challenge of Lead Management Automation

Solving the Challenge of Lead Management Automation WHITE PAPER Solving the Challenge of Lead Management Automation How We Did It and What We Learned Table of Contents Background... 1 Business Challenges... 2 Adapting to Digital Marketing... 2 Developing

More information

AMERICAN EXPRESS LOYALTY PROGRAMS THAT TRANSFORM CUSTOMERS INTO

AMERICAN EXPRESS LOYALTY PROGRAMS THAT TRANSFORM CUSTOMERS INTO AMERICAN EXPRESS LOYALTY PROGRAMS THAT TRANSFORM CUSTOMERS INTO YOUR SECRET WE APON AMERICAN EXPRESS LOYALTY PROGRAMS THAT TRANSFORM CUSTOMERS INTO YOUR SECRET WEAPON Customer loyalty can be any company

More information

SAS CUSTOMER INTELLIGENCE. Solve more marketing challenges with a comprehensive enterprise solution

SAS CUSTOMER INTELLIGENCE. Solve more marketing challenges with a comprehensive enterprise solution SAS CUSTOMER INTELLIGENCE Solve more marketing challenges with a comprehensive enterprise solution Enable Smarter Decisions Throughout Your Marketing Process SAS analytics leads to deeper understanding

More information

Content Marketing in 2014:

Content Marketing in 2014: Benchmark Report Content Marketing in 2014: Sponsored By: 2014 Demand Metric Research Corporation in Partnership with Ascend2. All Rights Reserved. TABLE OF CONTENTS 3 Executive Summary 10 Content Campaign

More information

MANAGING YOUR EMAIL LIST

MANAGING YOUR EMAIL LIST MANAGING YOUR EMAIL LIST Ensuring you reach the right people at the right time with a relevant message. 866.915.9465 www.delivra.com 2013 Delivra Professional Email Marketing Software and Consulting 2

More information

How to Become a Data Driven Business

How to Become a Data Driven Business January 2012 Executive summary Becoming a Data Driven Business, particularly from a Marketing perspective, presents significant benefits in helping your business to grow, develop and succeed, by working

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

Overview and Frequently Asked Questions

Overview and Frequently Asked Questions Overview and Frequently Asked Questions OVERVIEW Oracle is pleased to announce that we have completed our acquisition of Siebel Systems and we are now operating as one. As the leader in customer relationship

More information

You Don t Need a Title to be a Leader*

You Don t Need a Title to be a Leader* Sanborn & Associates, Inc. Executive Summary You Don t Need a Title to be a Leader* How Anyone, Anywhere Can Make a Positive Difference By Mark Sanborn *Available on Amazon.com and at fine bookstores everywhere

More information

2-DAY MBA MODULE ON STRATEGIC MARKETING OUTLINE

2-DAY MBA MODULE ON STRATEGIC MARKETING OUTLINE 2-DAY MBA MODULE ON STRATEGIC MARKETING OUTLINE Executive 2-DAY MBA Course Outline on Strategic Marketing This course combines academic rigour and real life experience from within the fast paced world

More information

Top 4 Ways Social Media is Helping to Reshape Marketing

Top 4 Ways Social Media is Helping to Reshape Marketing Top 4 Ways Social Media is Helping to Reshape Marketing How implementing social media into your business strategy can position your brand for the better Inside, you ll find information on: The ever-changing

More information

Survey Says: Consumers Want Live Help

Survey Says: Consumers Want Live Help Session Abstracts Optimization Services Track Survey Says: Consumers Want Live Help October 22 nd, 11:00 am Eastern ATG recently surveyed more than 1,000 Internet users who research, apply for, and buy

More information

Hello, We do MORE. we re MotivAction. And what business doesn t need MORE

Hello, We do MORE. we re MotivAction. And what business doesn t need MORE Hello, we re MotivAction We do MORE. And what business doesn t need MORE MORE MORE Engaged employees MORE Productive internal and outside sales reps MORE Committed distribution channels MORE Inspiring

More information

2015 Russian Nanotechnology Investment Enabling Technology Leadership Award

2015 Russian Nanotechnology Investment Enabling Technology Leadership Award 2015 Russian Nanotechnology Investment Enabling Technology Leadership Award 2015 Contents Background and Company Performance... 3 Technology Leverage and Customer Impact of OJSC RUSNANO... 3-5 Conclusion...

More information

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings

WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings WHITE PAPER Speech Analytics for Identifying Agent Skill Gaps and Trainings Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problems...

More information